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Noticeboard

ONLINE SERVICES

There are many benefits to you as a patient registering for Online Services.  Once you have registered you can book routine GP Appointments and order authorised Repeat Medications.  If you also register for the Electronic  Prescription Service you can have your prescriptions sent straight to a nominated pharmacy of your choice. 

You can access Online Services 24 hours a day, 7 days a week, at home or abroad using any digital device that can access the internet.

  • It will reduce your visits and telephone calls to the Practice
  • You can give proxy access to an authorised person to manage your routine GP appointments and authorised repeat prescription ordering
  • You will be able to check which medication you should be taking and when
  • You will be able to access information on how to take medication safely through links to trusted websites
  • This saves both you and the practice time and money.  Its easy to use and eliminates the need to visit the surgery or pay for a telephone calls

 

Compliment, Comments, Concerns & Complaints

Most NHS care and treatment goes well but sometimes things can go wrong. We try our best to offer a friendly, efficient service but looking after 16,100 means that occasionally things do not go to plan. There are times when you may feel angry or frustrated. If you are unhappy with your care or the service you have received at East Norwich Medical Partnership, it is important to let us know so we can improve.  There are several ways to tell us what you think about the services that we provide:

  • Give feedback  – good or bad – via iWantGreatCare or MJOG
  • Participate in a patient survey
  • Make a complaint

You can download a copy of our Compliments, Comments, Concerns & Complaints leaflet below:


GIVING FEEDBACK

Feedback helps improve the quality of your care here at East Norwich Medical Partnership. We look at all of the feedback that we receive from our patients and this information is shared with all of our staff. This feedback is made available for patients to see on our website and is available within the practice for patients to see. This information is also shared and discussed with our Patient Participation Group.

You can give good or bad feedback by telling East Norwich Medical Partnership about it. For example, you can do this through the Friends and Family Test.

ou can give your feedback via the following methods:

  1. Complete a Friends and Family Card in the surgery – available at reception at Thorpe Health Centre and Sprowston Primary Care Centre
  2. Speak to a member of staff at either surgery and ask that your feedback be passed on to the Practice Manager

  3. Write to our Practice Manager Lisa Vandepeer at Sprowston Primary Care Centre, Aslake Close, Sprowston, Norwich, NR7 8DG or email her at norwichccg.enmp.complaints@nhs.net

  4. Visit our website www.eastnorwichmedicalpartnership.co.uk - visit the Friends and Family tab and the link to the iWantGreatCare website.

  5. If you have given consent for us to contact you by mobile telephone we will ask you to give us feedback when you have had an appointment at the surgery via MJOG.


MJOG

MJOG is a text messaging service that is being used by practices across Norwich to help manage appointments, appointment cancellations, health information and patient feedback. This is a free and efficient service that helps us to be more efficient and use our resources better.

Please ensure that we have your up to date mobile telephone number and consider giving us consent to contact you by this method. We can then confirm your booked appointments, send you reminders, message you if you have failed to attend an appointment, send health information and information about the practice. You can also cancel appointments by this method.

By downloading the free MJOG app from the App Store you will also be able to cancel appointments quickly and easily. See our website – look at the Appointments tab or ask at reception for more details.


PATIENT SURVEYS

East Norwich Medical Partnership undertakes regular independent Patient Surveys using CFEP to look at how patients rate our services. The results are made available on our website – see the Survey Report tab and within the surgery. The results are also displayed at both surgery sites and are discussed with our Patient Participation Group.

When we are undertaking a CFEP survey you may be asked to complete a questionnaire after seeing a GP or Nurse Practitioner.


PATIENT PARTICIPATION GROUP SURVEYS

East Norwich Medical Partnership Patient Participation Group may also undertake patient surveys. The results of these are made available on the practice website and in both surgery sites.

If you wish to join our Patient Participation Group please contact our Practice Manager Lisa Vandepeer or email her on l.vandepeer@nhs.net

More information about our Patient Participation Group  is on our website - see the Patient Group tab


HOW DO I MAKE A COMPLAINT ABOUT EAST NORWICH MEDICAL PARTNERSHIP

All of the staff here at East Norwich Medical Partnership work hard in trying to help our patients in need of medical assistance and to deal with the huge demand for our services. By having a number of systems and procedures in place, we try very hard to get things right for our patients but from time to time, unfortunately, we may fail.

When we do fail to meet expectations, feedback from patients is helpful so that we can try and avoid making mistakes in the future.

If you have a complaint about the service you have received from any member of staff working in the practice please let us know. East Norwich Medical Partnership operates a complaints procedure as part of the NHS system for dealing with complaints and this meets national criteria. This is called Local Resolution.

If you wish to make a formal complaint you can write to our Practice Manager Lisa Vandepeer at:

Sprowston Primary Care Centre, Aslake Close, Sprowston, Norwich, NR7 8DG

or email her at:

norwichccg.enmp.complaints@nhs.net


HOW TO COMPLAIN IN THE FIRST INSTANCE

In the first instance we would encourage you to discuss your concerns with the staff member directly at the time they arise as most problems can be sorted out quickly and easily.

Where the issue cannot be solved at this stage any Reception Team or Administration Team staffing or process issues should be referred to our Staff Manager Tracy Hickford. You may ask to speak to Tracy and she will endeavor to resolve your complaint at this stage.

If you wish to raise any concerns about a clinical member of staff please ask to speak to   Lisa Vandepeer our Practice Manager and she will endeavor to resolve your complaint at this stage.

Our named complaints lead is Dr. G. Bastable.


FORMAL COMPLAINTS

You may wish to put your complaint in writing and complaints should be addressed to:

Lisa Vandepeer

Practice Manager

East Norwich Medical Partnership

Sprowston Primary Care Centre

Aslake Close

Sprowston

NR7 8DG

 

You may also email your complaint to: norwichccg.enmp.complaints@nhs.net

 

You can also download a Complaint Form & Third Party Consent form from our website. These are also available from reception.

Complaints Form

Third Party Consent Form

 


ACKNOWLEDGEMENT AND INVESTIGATION OF YOUR COMPLAINT

If you wish to raise a formal complaint please let us know of your concerns as soon as possible, ideally within a matter of days. This will allow us to get a clear picture of the circumstances surrounding your complaint.

We will acknowledge your complaint within 5 working days and aim to have looked into your complaint within 25 working days of the date that you raised it with us. At this stage you should be offered an explanation or a meeting with the person(s) involved.

When we look into your complaint we aim to:

  • Ascertain the full circumstances of your complaint
  • Make arrangements for you to discuss the problem with those concerned, if you would like this
  • Make sure you receive an apology, where this is appropriate
  • Identify what the practice can do to make sure the problem does not happen again

If we are unable to meet this timescale or need more time to investigate your concerns we will provide you with an estimate of a revised timescale.

The practice regularly reviews complaints received, actions taken and looks at recommendations and learning points. We also provide an annual report to NHS England about the complaints that we have received.

If you raise a complaint it is practice policy to ensure you are not discriminated against, or subjected to any negative effective on your care, treatment or support.


TIMESCALE FOR RAISING A COMPLAINT

If you wish to raise a formal complaint please let us know of your concerns as soon as possible, ideally within a matter of days. This will allow us to get a clear picture of the circumstances surrounding your complaint.

If doing this is not possible your complaint should be submitted within 12 months or the incident that caused the problem; or within 12 months of discovering that you have a problem. You should be as specific and concise as possible in outlining your concerns.


HOW DO I COMPLAIN ON ANOTHER PERSON’S BEHALF?

We keep to the strict rules of medical confidentiality. If you are not the patient, but wish to complain or his or her behalf, you must have his or her permission to do so. You will need to complete a Third Party Consent form and the patient concerned will need to sign this. Reception can provide you with a Third Party Consent form or you can download this from our website – see the Complaints, Compliments and Suggestions tab. This should be sent with your complaint. Please note that consent may be checked with that person.

Consent may not be required if you are making a complaint in the name of:

  • a deceased person

  • someone who lacks the capacity to make their own decisions due to accident, illness or mental capacity

  • a non-Gillick competent child

Complaints Form

Third Party Consent Form


WHAT IF I DON’T WANT TO COMPLAIN DIRECTLY TO THE PRACTICE

 

If you feel unhappy with complaining directly to the practice you may prefer to contact NHS England directly:

 

NHS England Customer Contact Centre – East Anglia Team

PO Box 16738

Redditch

B97 9PT

Email: england.contactus@nhs.net

Tel. No. 0300 3112233

 

NHS England will then ask for our Area Team’s input in trying to resolve the problems.


I WOULD LIKE SOME HELP WITH MAKING MY COMPLAINT

If you would like help with making your complaint you can contact the Advocacy Service (POhWER). This service is free of charge and completely confidential. POhWER or Independent Complaint and Advocacy Service (ICAS) is a charity that provides an information advocacy and advice service, across England offering direct and local support via professionals and volunteers. This independent, free service reaches individuals struggling with particular challenges in their lives and includes assistant with those who have concerns about their NHS Care or treatment.

More information can be found at:

PO Box 14043

Birmingham

B6 9BL

Tel. No. 0300 456 2370: Minicom 0300 456 2364

Text: send the word “powher” with your name and number to 81025

Email: powher@powher.net

Fax: 0300 456 2365

www.powher.net

www.pohwer.net/norfolk

www.pohwer.net/nhs-complaints-advocacy

Powher Norfolk Leaflet

Powher Information Leaflet

Easy Read Leaflet


WHAT IF I AM UNHAPPY WITH THE WAY MY COMPLAINT HAS BEEN DEALT WITH

If you have already complained to the surgery and have been unhappy with the response NHS England will not reinvestigate the same concerns.

 

In this instance you may contact the Parliamentary and Health Service Ombudsman

 

PHSO

Millbank Tower

Millbank

London

Helpline Tel. No. 0345 015 4033/minicom 0300 061 4298

8.30am - 5.30pm Monday to Friday

Fax: 0300 061 4000

Email: phso.enquiries@ombudsman.org.uk

www.ombudsman.org.uk/about-us/contact-us

PHSO Patient Information Leaflet

Easy Read Leaflet

Large Print Leaflet


CONTACTING THE CARE QUALITY COMMISSION

If you have a genuine concern about a staff member or regulated activity carried out by this practice then you can contact the Care Quality Commission.

Tel. No. 03000 616161

Email enquiries@cqc.org.uk

www.cqc.org.uk


OTHER USEFUL ORGANISATIONS

HEALTHWATCH

Healthwatch Norfolk helps patients get assistance and direction to local services. They can be contacted on:

Tel. No. 0808 168 9669

Email: enquiries@healthwatchnorfolk.co.uk

www.healthwatchnorfolk.co.uk


PATIENT ADVICE AND LIAISON SERVICE - PALS

PALSThe NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious.

So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. But sometimes, you may wish to talk to someone employed especially to help you. The Patient Advice and Liaison Service, known as PALS, has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.

PALS also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.

What does PALS do?

In particular, PALS will:

  • Provide you with information about the NHS and help you with any other health-related enquiry
  • Help resolve concerns or problems when you are using the NHS
  • Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint
  • Provide you with information and help introduce you to agencies and support groups outside the NHS
  • Inform you about how you can get more involved in your own healthcare and the NHS locally
  • Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise
  • Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them.

The Patient Advice and Liaison Service (PALS) offers confidential advice, support and information on health-related matters. They provide a point of contact for patients, their families and their carers.

The local PALS is based in the Norfolk & Norwich Hospital

The PALS Manager Norfolk and Norwich University Hospital

Colney Lane

Norwich

NR4 7UY

 

Tel. No. 01603 289036 or 289045

Email: pals@nnuh.nhs.uk

www.nnuh.nhs.uk/patients-visitors/help-support/pals


DATA PROTECTION

Patients should be aware that should a complaint be made the practice made need to provide information about the patients and the treatment they have received to insurers or legal advisers.



 
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